SAN JOSE, Calif. -- Calix, Inc. today announced Liberty Communications is accelerating the journey to the smart home with Calix Professional Services, cutting installation times by up to 50% and dramatically reducing follow-up truck rolls to the delight of subscribers.
The regional CSP began offering managed WiFi in mid-2018, but when uptake rates trailed industry standards, it recognized a knowledge gap. Calix Professional Services helped accelerate this initiative, working directly with Liberty's technicians, arming them with best practices for delivering, troubleshooting and managing advanced WiFi services and helping them refine their own installation processes. Most prominently, the Liberty team learned to leverage the insights of Calix Support Cloud to ensure technicians were properly placing Calix WiFi systems to maximize the subscriber experience.
"Calix Professional Services has helped us reduce our installation times tremendously, which translates to a faster payback and improvements to our overall processes," said Marcus Behnken, plant operations manager for Liberty Communications. "The service more than met our expectations of getting our field installers' knowledge up to speed and armed our technicians with the best practices on how the WiFi network should perform within a subscriber's home. No longer will we spend a whole afternoon performing an install only to find out it still does not provide a satisfactory experience. Since we've done the training and are now leveraging Calix Support Cloud, we have virtually eliminated the return visits and dramatically reduced the initial install times."
Liberty Communications offers a complete range of residential and business solutions to two towns, West Liberty and West Branch -- both just outside Iowa City. Internet bundles are available from 50 Mbps to 1 Gbps and can be paired with a managed WiFi solution to maximize the subscriber experience. The wholistic offering and focus on the end user experience are part of Liberty's multi-year program to bring fiber to all its subscribers. Calix Professional Services is accelerating the time to value of that network investment, helping Liberty ensure connectivity remains consistent in all locations in the home.
As part of this engagement, the Liberty team was introduced to the Revenue EDGE, a revolutionary subscriber experience solution that promises to transform CSP business models. This solution integrates the subscriber insights needed (EDGE Insights) with cutting-edge premises systems (EDGE Systems) along with simple tools to manage the experience (EDGE Services) and new subscriber services that can be quickly monetized (EDGE Suites). All of this is supported by a family of professional services and go-to-market programs (EDGE Enablement). Consequently, Liberty is now piloting the EDGE Systems—the GigaSpire, powered by EXOS—to begin delivering the ultimate in-home connectivity experience with WiFi 6.
"We are pleased to help innovative companies like Liberty Communications, who see the immense value of delivering an unparalleled subscriber experience that enables subscribers to take advantage of the most advanced services available," said Matt Collins, chief marketing officer for Calix. "This subscriber focus also positions Liberty for future business success as it solidifies its relationship with its subscribers. The knowledge and best practices from the Calix Professional Services team also position Liberty to continue expanding the subscriber experience with EDGE Insights and EDGE Systems."
On Jan. 23, Broadband World News hosts a Calix-sponsored webinar that explores several ways CSPs can enhance customer experience and find new business opportunities to avoid devolving into a speed race where nobody wins, not even the customer.
The lack of an accurate broadband map means states and counties are tackling this issue themselves – and sometimes finding big disparities in the data – before spending their residents' money on deploying infrastructure.
Next year many operators must decide whether to invest more in HFC or go all-in to fiber, pick their PON and choose their managed-WiFi path, writes analyst Dan Grossman, who also recommends providers bundle managed WiFi and analytics to best serve residential subscribers -- and operators' own businesses.
Public-private partnerships, investor interest, self-help in rural areas and incumbents' return set the scene for a busy year of broadband deployment in the US countryside in 2020, writes Analyst Dan Grossman.
It wasn't long ago that TV was ranked by subscribers as the most important service in the bundle provided by their communications service provider (CSP). Recent research indicates that for nearly three quarters of subscribers, broadband is now the most important service. Broadcast TV is the most important service to only 15% of North American consumers, replaced by OTT video streaming platforms like Netflix, Amazon Prime and Disney+. In addition, many different competitors are moving aggressively to stake a claim in consumers' homes.
In 2020, CSPs need to fight back by transforming their business models, which are becoming more reliant on a single source of revenue: fixed broadband services.
This webinar will focus on helping CSPs transform their business models by placing a firm focus on delivering a sensational subscriber experience and by offering compelling new services that generate value for subscribers. These actions will reinforce the CSP's strategic position in the home network and position themselves for growth in the next decade.
Key topics include:
Being the first to market with WiFi 6 technology, in response to consumer purchases of new devices over the holidays;
Having the insights needed to proactively resolve issues, often before your subscribers even know that there are issues;
Providing help desk agents with the visibility they need to resolve common subscriber issues more quickly;
Delivering a mobile app, in response to consumer demands for the ability to do some things themselves, rather than having to call technical support; and
Addressing consumer concerns around device security, privacy and control with enhanced security and parental controls.
In this insightful Light Reading radio show, Kurt Raaflaub, Head of Strategic Solutions Marketing, will outline the key service provider challenges, deployment considerations, next-gen Gigabit technologies, and service models to win market share in the rapidly growing MDU market.